Complaints Analyst – Customer Outcomes

Standard Life; Telford; Hybrid; GBP 26,000 - 32,000; Full time

Benefits offered by this job

Private medical cover

38 days annual leave

Excellent pension

12x salary life assurance

Career breaks

Income protection

Volunteering days

Job summary

Standard Life, a retirement specialist, seeks a Complaints Analyst to join the Customer Relations team. You will investigate complex complaints, applying analytical skills to deliver fair outcomes with customer focus.

Your work will span root-cause analysis, governance reporting, and collaboration with multiple stakeholders. You’ll analyse trends and risks, influence improvements to products and processes, and support ongoing governance forums.

Qualifications

• Experience in financial services or regulated environment resolving complaints.
• Ability to perform root cause analysis and identify underlying issues.
• Ability to assess evidence and make balanced decisions in line with outcomes and regulations.
• Experience driving continuous improvement within processes.
• Experience producing root cause analysis or management information.
• Strong stakeholder management and communication across teams.
• Experience contributing to governance forums and meetings.

Responsibilities

• Investigate customer complaints and resolutions in line with standards and regulatory requirements.
• Deliver fair, timely, and evidence-based outcomes while maintaining customer experience.
• Identify opportunities to improve customer satisfaction and brand perception.
• Conduct root cause analysis and recommend actions to prevent recurrence.
• Handle high-profile, complex, and sensitive complaints.
• Analyse trends, exception reports, and control weaknesses to identify risks.
• Support corrective actions from investigations and governance processes.
• Contribute to management information and governance reporting.

Skills

Analytical skills

Root cause analysis

Stakeholder management

Regulatory understanding

Communication

Governance participation

Job description

Standard Life, a retirement specialist, seeks a Complaints Analyst to join the Customer Relations team. You will investigate complex complaints, applying analytical skills to deliver fair outcomes with customer focus.

Your work will span root-cause analysis, governance reporting, and collaboration with multiple stakeholders. You’ll analyse trends and risks, influence improvements to products and processes, and support ongoing governance forums.